Training Manager
CustomerHD BPO, Belize

• I like the positive energy of my team and the help our Team Lead is always willing to give."
• "The bosses are very, very welcoming and friendly. Most places, the higher up staff are very rude and stand-offish to the employees who do not have sophisticated roles. However at CustomerHD, the bosses are very nice and friendly and treat all employees as humans - as it should be!"
• "I LOVE this job because this is the only place that accepted me as a junior college student. I am able to work around my school schedule. THANKS FOR THE OPPORTUNITY."
• "What I like about CustomerHD is that it is a new experience in BPO - it's very good and less stressful than the others in the BPO industry. I am really enjoying the experience and thankful for the opportunity to work with this company."
• CustomerHD is a boutique customer service solution providing BPO services. We’re looking for incredible service-oriented rock stars to help us with our mission to change the perception of Call Centers. Yes, we do email, phone and chat support, but where we differentiate ourselves is by investing in our people! We create a needed amp; known environment to foster your growth to help you meet your ongoing professional and personal goals, all while making your experience as gratifying as possible with empowerment to think and solve problems, with some fun in the mix. That’s CustomerHD

This person will report to the Director of training and development. He or she has a passion for Adult learning and will be expected to quickly develop an understanding of Service operations, processes and leadership development. This person must be comfortable facilitating training for large audiences of all tenures and levels and will be expected to coach and develop Trainers.

• Partner with contact center management team to execute training schedule to align with business objectives, and growth projections
• Manage and coach a team of trainers to develop their facilitation and coaching skills
• Oversee delivery and maintenance of new hire onboarding training programs for CustomerHD clients
• Oversee the coaching of new hires to ensure high-performance culture during new hire onboarding
• Serve as a training expert and partner with subject matter experts to support the creation of best practices and standard operating procedures
• Work in tandem with operations managers to ensure alignment of training programs with ongoing coaching and quality assurance effort for the site
• Build strong partnerships and collaboration with peer training leaders to enable consistency in training programs across sites
• Oversee training impact measurement, reporting and trend analysis and consult with stakeholders at assigned locations based on these results
• Assist with developing leadership training to develop CustomerHD leaders

Requirements

• 3+ years managing a successful team of trainers in a structured professional classroom setting, preferably in a call center environment
• 3+ years of coaching training professionals on facilitation skills in adult learning.
• Training, preferably with experience in coaching trainers in Virtual Instructor-Led Training as well.
• 5+ years of Training and Development experience in a structured classroom and remote environment facilitating, designing, and coordinating corporate training courses.
• Experience with Zoom or other virtual learning software preferred
• Demonstrated understanding of instructional design methodologies
• Ability to evaluate learning data to illustrate meaningful performance trends and identify opportunity areas for learning improvement
• Demonstrated understanding of frontline leadership skills and experience facilitating structured leadership development curricula
• Experience coordinating and tracking organizational training through a Learning Management System
• Demonstrates high degree of professionalism, leadership, and autonomous drive
• Proven ability to lead and coach a training team
• Articulate, persuasive communicator across multiple organizational levels
• Savvy, quick thinking and comfortable in a dynamic, fast-moving environment
• Goal oriented self-starter and able to flex to changing business needs and priorities
• Ability to analyze data to identify solutions
• Willing to travel
• Experience with Google Cloud G Suite, including Docs, Sheets, Slides, and Forms preferred
• Innovative problem solver drawn to taking a solution based collaborative approach with internal partners

Benefits

Pay: Salaried position plus quality bonuses

Job Rewards and Benefits